FREE SHIPPING FOR ORDERS ABOVE SGD$150

FAQ: Post Order

Q1: HOW DO I CARE FOR MY KEEPSAKE JEWELLERY?

A:

CARING FOR YOUR KEEPSAKE
This piece of keepsake jewellery is handcrafted using fine precious metals which may require cleaning from time to time.
 
POLISHING
Using the jeweller’s cloth provided, gently rub your precious metal parts several times. The jeweller’s cloth is made from high quality cotton impregnated with jeweller’s wax. It remains effective as long as it is not washed. Please note that chlorine and bleach accelerate tarnishing and should be avoided.
 
STORAGE
Your jewellery should be kept absolutely dry. If your jewellery is used frequently, keep it away from excessive exposure to air and store it in a box with silica gel to absorb excess moisture when it is not in use.
 
WARRANTY
Your precious keepsake comes with a 1 year warranty covering any discolouration of breastmilk components only.

DISCLAIMER
Every piece of keepsake jewellery is handmade with love. We will try our best to deliver the highest standards of handcrafting. However, kindly respect that no two pieces will be the same, and the outcome of each piece of keepsake will differ due to the differences in the colour and consistency of milk that you produce.

Q2: DO I NEED TO PAY FOR POSTAGE IN THE EVENT OF DEFECT?

A: All local customers no longer need to pay for any postage cost in the event of legitimate defect. Kindly contact us at http://www.keepsakebyryo.com/pages/get-in-touch and we will make arrangement to assist with the collection of your defective at our cost. We will need to collect back the defective item, the warranty card, additional inclusion for remake when necessary and a note indicating the area of defect. In the absence of a warranty card, kindly let us know in detail your order number and specifications for example jewellery type, glitter colour, inclusions such as shimmers and etc.

Q3: HOW LONG DOES IT TAKE FOR A DEFECTIVE PRODUCT TO BE REPAIRED OR REMADE?

A: The waiting time for repairs and castings of any defective product will be similar to that of a new order. Typical duration will be for a period of 2-4 months.

Q4: IS IT POSSIBLE TO MAKE CHANGES TO MY ORDER AFTER PAYMENT AND CONFIRMATION HAS BEEN MADE?

A: Yes, you can make changes before we receive your inclusions. A $30 administrative fee will be charged for any changes made. Do note that upon receiving your inclusions, we will send a confirmation email upon receiving your inclusions and no changes can be made after that. This is because the casting and preserving process will start immediately upon receiving your breastmilk hence further changes cannot be made anymore. Kindly contact us on our facebook or website should you decide to make any changes. Again we would like to seek your kind co-operation to ensure that your order is correct before making payment as it is an administrative nightmare to keep track and register changes. We seek your kind understanding on this matter.

Q5: WHAT SHOULD I DO IN THE EVENT OF DEFECTS/WARRANTY ACTIVATION? DO YOU GUYS DO REFUNDS?

A: 
Process
In the event of defect, kindly take a picture of the affected area and send it to us via email at hello@keepsakebyryo.com. We will assist you with a diagnosis of the affected area accordingly. In the event that recasting is necessary, kindly send back the item to us together with the warranty card and a note specifying the defective area. An email will be sent to you once we receive your defective item and rectification will be carried out immediately. Upon completion of the item, it will be sent via Smartpac (local customers) and registered international mail (international customers) and an email will be sent to you with a tracking number. Refunds will be made on a case by case basis subjected to the sole discretion of the company. All items made with 18k solid gold or 14k solid gold will not be entitled to a refund, however we will assist you with defect rectification works, if any. Your breastmilk inclusion will be retained for a period of 1 month upon the date of dispatch for defect rectification purposes. All excess umbilical cord, hair and other inclusions will be returned together with the completed item. For warranty activation after the 1st month from the date of dispatch, kindly send us breastmilk inclusion to remake your item.

Defect/Warranty Coverage
We provide repairs and one to one replacement for hardware and worksmanship defects within 14 days notice upon the dispatch of item. A warranty of 1 year will be given on the discolouration of breastmilk components from the date of dispatch. Please note that we will not be liable for any misplacement, abuse, accident, wear & tear and improper usage of the item. As the items are handmade, we reserve the right to ascertain if the defect is eligible for repair/one to one replacement. The rectification process will take approximately 14 weeks and we will deliver the items to you via Smartpac (local customers) or registered international mail (international customers) upon completion. There will be no additional delivery charges for defective items.

Return/ Shipping
Kindly send your item(s) to "My Mail Box 884038 Singapore 919191". For international customers, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. For local (Singapore) customers, kindly contact us and we will make arrangement for sending of the defective items back to us at our cost. We don’t guarantee that we will receive your returned item.

Blacklist
In cases where there is a difference in expectation of a handmade item in comparison to a machine made item, abuse of staff and unscrupulous competitors, we reserve the right to offer a full refund on a case by case basis and restrict present and future service (Blacklist) at any point of time to any customer found with expectations beyond the possibilities of a handmade product or with intention to abuse. Such expectations and intentions are determined by the company at its sole discretion. Blacklisted customers will also be restricted from purchasing any items in the future. Also, all breastmilk inclusion will not be returned to protect the interest of the company as the treatment process is top secret.

Gifts/ Accessories
If the item was marked as a Gift/Free Accesories when purchased and shipped directly to you, you’ll not be entitled to any form or Defect/Warranty Activation.

Q6: I HAVE MADE AN ORDER BUT THERE IS A NEW ITEM THAT I FORGOT TO INCLUDE, CAN I ORDER AGAIN BUT NOT PAY THE SHIPPING/DELIVERY CHARGES?

A: No, previously we allowed such practice but the process of finding your original order is almost impossible and we end up bearing the additional shipping cost twice. As we do not make much, we hope that you could understand the difficulty on this matter. And maybe consider ordering above $150 to enjoy the free shipping.

Q7: DID YOU GUYS RECEIVE MY BREASTMILK? DID YOU GUYS RECEIVE MY DEFECTIVE ITEM? WHEN WILL MY ITEM BE POSTED OUT?

A: We are proud to inform you that a new IT system has been created to properly track your product from the moment you place an order with us. This is a 3 step system as per below,

Firstly an email confirmation will be send to you together with instructions on how and where to send your inclusion.

Secondly an email will be send to you the moment we receive your inclusions. (If you did not receive this email 2 weeks after sending your inclusions, kindly resend us the inclusions again. For precious inclusions such as umbilical cord or baby first hair cut, we would advice that you send to us through registered mail. Please note that we bare no responsibilities for inclusion lost during delivery. Also for Non Singapore customers, your inclusions may take a longer time to reach us, but we will send you an email the moment we receive your inclusions.)

Lastly a final email will be send to you indicating the tracking number the moment we mail out your item.

Do give us sometime to handcraft your precious keepsake, and we hope that the new system will serve to ease the waiting anxiety.

Q8: I HAVE INPUT THE WRONG ADDRESS AND THE PARCEL DID NOT REACH ME?

A: Unfortunately we bear no responsibilities for wrong information input through the website. However if the parcel was resend back to us, we will contact you to make arrangement for a re-delivery. Do note that there will be additional delivery charges for such incidents.

Q9: CAN YOU PLEASE RETURN MY REMAINING BREASTMILK AS IT IS MY LAST PACKET OF BREASTMILK?

A: All breastmilk is preserved and treated before casting or storage, hence we will not be able to return the breastmilk to prevent reverse engineering of our breastmilk treatment process. This is stated in the terms and conditions upon checking out and we hope to have your kind understanding on this matter.

Q10: WHY IS IT THAT I HAVE ORDERED THE ITEM EARLIER THAN MY FRIEND BUT MY FRIEND HAS ALREADY RECEIVED HER ORDER AND I HAVE NOT?

A: All orders are not casted in sequence, and there are a multitude of factors affecting the completion of your order. Below is some factors for your better understanding,

1. Date of receipt of inclusions

2. Hardware Availability

3. Defect occurence

4. Incomplete order details

5. Wrong input of contact details and address information

6. Etc

If you are experiencing excessive delay, we may have been trying to reach you to clarify your order details, or we were unable to identify your inclusions as you may have forgotten to write your order number. 

Nonetheless we will try our best to deliver within our initially specified time frame of 14 weeks upon receiving your inclusions.

Q11: MY FRIEND AND I ARE INTERESTED IN PURCHASING JEWELLERY. CAN WE COMBINE OUR ORDERS TOGETHER IN ONE ORDER TO BE SENT TO ONE ADDRESS?

A: We apologize for any inconvenience caused, but we no longer allow multiple customers to share an order. Each order comes with a unique order number which is used in the labelling of your inclusions. This number is tagged to your order for processing, casting, packing, mailing and other post-order work. To prevent miscommunication and eliminate errors in inclusion handling, kindly place your orders separately. 

Q12: MAY I USE LEFTOVER MILK FROM MY PREVIOUS ORDER(S)?

A: Due to past experience, we no longer allow such practice anymore. Although you may send more milk than the required 20ml/per item, but our storage containers only able to store an approximate 20-30ml for every item. We would require an average of 5 to 10 ml to make your item as we have a strict 2-cast policy, where we will recast your original order in the event that your first cast is undesirable. The remaining breastmilk will be stored for the purpose of warranty activation (if any). Hence, most customers who request to use their previous milk will leave us with only 10ml to cast, rendering defect rectification impossible and leaving us with a very thin margin for error. Hence we no longer allow such practice.

Q13: WHY DID MY STERLING SILVER/ 925 STAINLESS STEEL ITEM TARNISH?

A: It is widely known that 925 stainless steel or sterling silver products do tarnish without regular maintenance. But this can be easily remove with a quick polish using any silver polishing cloth or by any jewellery shop.

For this very same reason we design and custom made our own products using 18k gold that can do without regular maintenance and last the test of time. Please visit our 18k gold heirloom collection as per this link, they are the first and only one of its kind in the world that we so painstakingly design. http://www.keepsakebyryo.com/collections/hierloom-collection

Q14: WILL THE BREAST MILK IN MY KEEPSAKE JEWELLERY DECAY AND TURN YELLOW OR BROWN OVER TIME?

A:  Rest assured that your keepsake jewellery will not turn yellow or brown over time due to decay. Your breast milk will be put through a 6-step preservation process that ensures that it will not decay over the years. This preservation process is unique to only "Keepsake by Ryo" as we sought the help of a chemist to formulate this process. Furthermore, each handcrafted keepsake comes with a 1 year warranty covering any discolouration of breast milk components due to decay. However, do note that frequent wear and exposure to UV rays, chemical, perfumes and perspiration can result in your jewellery turning a creamier white in colour. This is due to frequent wear and not decay.